Required Support Quality Manager (Maternity Leave Replacement)
What youll be doing
As a Support Quality Manager (maternity leave replacement) - Customer Support, you will lead and develop the Customer Support Quality function across your assigned markets. This role focuses exclusively on service quality and customer experience, ensuring that our support agents consistently deliver accurate, empathetic, and policy-aligned service across all customer interactions.
You will oversee quality audits of customer support cases, drive structured feedback loops, improve grading consistency, and partner with operations and training to elevate agent performance and CSAT outcomes.
This is not a product or software testing role, it is an operational quality leadership position within Customer Support.
Day-to-day in this role youll:
Lead and develop the local Customer Support Quality team, owning audit coverage, grading accuracy, and coaching impact.
Oversee ticket and interaction audits to ensure adherence to service standards, tone of voice, and resolution accuracy.
Monitor CSAT trends and support KPIs, identifying quality gaps and driving targeted improvement plans.
Ensure calibration consistency across markets and maintain alignment with global Support Quality frameworks.
Run RCA processes for low-CSAT cases and implement structured quality improvement initiatives.
Partner closely with Support Operations, Training, and Content to translate quality insights into agent development actions.
Requirements: Our humble expectations*
Experience leading a Customer Support Quality / Service Quality / Contact Center QA team.Strong understanding of case auditing, grading frameworks, calibration processes, and CSAT drivers.Experience working in a support operations environment (contact center, BPO, or in-house support).Strong analytical skills with the ability to translate quality data into operational improvements.Excellent stakeholder management skills and experience working cross-functionally within operations.
This position is open to all candidates.